Technology Support Specialist

POSITION CODE: 6944
DEPARTMENT/ADMINISTRATION:Information Technology Services
APPOINTMENT: Staff, Full-time (40 hours), Twelve (12) Months
STARTING SALARY: $17.12 - $18.88 Per Hour
HIRING RANGE:Anticipated hiring range is near or at the minimum of the classification,
commensurate with candidate's education, experience, skills, and training.
INTRODUCTORY PERIOD: Twelve (12) Months
AVAILABLE: Immediately
POSTING DATE: November 21, 2023
APPLICATION DEADLINE:Open Until Filled, Apply Immediately
Definition of Classification:
The Technology Support Specialist provides support in the use of information technology to the university community. Prepares, installs, and maintains computers, peripheral devices, telephones, mobile devices & tablets, conferencing systems, and classroom technology across the university. Installs and maintains various software applications across multiple platforms. Troubleshoot network related issues. Uses service desk applications to maintain tickets and timely communications with end users and ensuring effective tracking of assets.
Duties and Responsibilities:
The duties and responsibilities include, but are not limited to, the following:

• Provides in person and remote support for staff, faculty, students, and external users as required; must be comfortable interacting with high level members of university leadership.
• Provides support for laptop and desktop computers in offices and academic spaces.
• Provides technical support for a variety of customer hardware/software issues.
• Proactively identifies computer problems and performs/recommends solutions.
• Installs, configures, upgrades, and maintains computer systems, peripherals, desktop applications, networking applications and information access tools on computers equipped with Windows and Macintosh OS.
• Provides support for mobile devices & tablets, running iOS, iPadOS, and Android.
• Provides support for email configuration & wi-fi configurations.
• Installs software configurations on Windows and Mac OS.
• Monitors internal ticket queues and react according; participates in implementing solutions to wide ranging problems.
• Actively communicates and helps to integrate global technology strategies and services.
• Maintains printers and other peripherals; provides hardware services and helps with the recovery of damaged or deleted files.
• Collaborates with members of Information Technology Services (ITS) in large-scale implementation of technology across campus.
• Works with ITS staff to implement projects and initiatives.
• Assists with the technical administration of existing systems including security, adding/removing user accounts, configuring group memberships, configuration of system parameters, adding/configuring peripheral devices and servicing user requests.
• Assist with classroom technology, as necessary.
• Stays abreast of developments in the computing industry.
• Assists in creation of documentation & knowledge base articles.
• Adheres to all safety and housekeeping policies and procedures.
• Contributes to Team effort by accomplishing related duties as needed.
• Performs other related duties or special projects as assigned or directed.

Qualification Guidelines
Any combination equivalent to, but not limited to, the following:
Experience/Training/Education:
Required

• A high school diploma or equivalent supplemented by two additional schooling/certification in technology field.
• One (1) year of technical support experience.
• Must possess a valid driver's license with a good driving Note: Out-of-state licenses are valid until appointment. A valid California Class "C" driver's license must be obtained within ten (10) days of appointment (in accordance with CA Vehicle Code 12505c).

Preferred

• Bachelor's degree in a relevant technical field.
• One (1) year of customer service experience.
• Experience in an academic environment.

Knowledge and Skills:

• Knowledge of different applications and systems.
• Communicate effectively and follow instructions, both verbally and in writing.
• Excellent customer service.
• Demonstrated ability to manage multiple simple to complex requests at one time.
• Ability to work independently with little supervision.
• Ability to troubleshoot and resolve technical issues.
• Aptitude to learn new and evolving technology and recommend ways to improve position's efficiency.
• Excellent technical, analytical, and problem-solving skills.
• Excellent organizational skills.
• Ability to operate standard office equipment.
• Proficiency in Microsoft Office software including Excel, Word, PowerPoint, and Outlook.
• Ability to follow safety procedures.
• Ability to recommend appropriate courses of action within established guidelines.
• Ability to foster strong, positive relationships and align both internal and external resources to achieve university objectives.
• Ability to exercise discretion and work with confidentiality.
• Must be able to competently interact with a culturally and ethnically diverse population of students, faculty, and staff.

Physical Requirements/Working Conditions:
Working Conditions:
Standard office setting. Duties performed are primarily in an office environment while sitting at a desk or computer workstation or in meetings. At least minimal environmental controls to assure health and comfort.
Physical Demands:
Incumbents regularly sit for long periods; walk short distances on a regular basis; may travel to various locations to attend meetings and conduct work; use hands and fingers to operate an electronic keyboard or other office machines; reach with hands and arms; stoop or kneel or crouch to file; speak clearly and distinctly to answer telephones and to provide information; see to read fine print and operate computer; hear and understand voices over telephone and in person; and lift, carry and/or move objects weighing up to 20 pounds.
TO APPLY: A resume/CV and cover letter are required. In compliance with The Americans with Disabilities Act, if selected for the interview process and accommodations are needed, please call (909) 748-8040. If you are unable to complete an application due to a disability, contact us at (909) 748-8040 to ask for an accommodation or an alternative application process.
HIRING RANGE:Anticipated hiring range is near or at the minimum of the classification, commensurate with candidate's education, experience, skills, and training. The University of Redlands is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is defined as the Full Pay Range. The budgeted salary or hourly range that the University reasonably expects to pay for this position defined as theHiring Range. Placement within the Hiring Range is determined by internal equity, and relevant qualifications.
BACKGROUND CHECK:Satisfactory completion of a background check (including a criminal records check) is required for employment. The University will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current employee who was conditionally offered the position.
DRIVER'S LICENSE CHECK:Possession of a valid Driver's License is required for certain positions. Employees in positions that require a valid Driver's License will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.
PHYSICAL AND PSYCHOLOGICAL EXAMS:For certain positions typically in Public Safety, Facilities, Athletics and Information Technology Services departments, employment is contingent upon a candidate passing a pre-employment physical exam with the ability to lift in excess of 50 lbs. Public Safety Officers, in addition to a pre-employment physical exam, will also be required to pass a psychological evaluation.
INFORMATION REGARDING COVID-19:New employees are required to submit proof of having received the full course dose of an approved COVID-19 vaccine or submit an exemption request for medical or religious reasons within sixty (60) days from your date of hire.
FOR MORE INFORMATION VISIT
http://www.redlands.edu/human-resources/employment/
SUBMISSION OF A RESUME OR APPLICATION INDICATES AGREEMENT THAT THE UNIVERSITY MAY VERIFY ANY AND ALL INFORMATION CONTAINED THEREIN.
MEMBERS OF UNDERREPRESENTED GROUPS ARE ENCOURAGED TO APPLY.
AN EQUAL OPPORTUNITY EMPLOYER.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)